N1120A From United States of America, joined Dec 2003, 29350 posts, RR: 73 Posted (9 years 2 months 2 weeks 5 days 15 hours ago) and read 2357 times:
This article is interesting and could very well serve as a lesson for airlines as well as the home improvement giant. I tend to agree with the substance as I and many I know have noticed a severe drop in the service levels at Home Despot (not a typo) in the past several years.
I mentioned that many Wal Marts in my area have gone ghetto and their service, store condition and inventories have hit the shits.
Fortunatly, Target is pretty good. When you push that little red button and it talks to you telling you an associate will be there in 60 seconds. So far, so good they keep their promise.
Whole Foods, Trader Joes and Wegman's markets still have very good to excellent friendly service.
In our company FL we try hard to provide our passengers with a safe, friendly and satisfying flight experience. No ones's perfect but, there is feedback both negative and positive.
I hope Home Depot can turn things around and the other companies I mentioned including my company can keep up the good work and grow and improve. I own stock in the company too. This is always a motivating factor.
That is how they seperate themselves from Sam Land.
Quoting Zippyjet (Reply 1): Whole Foods, Trader Joes and Wegman's markets still have very good to excellent friendly service.
That is one of those things those companies have to do to break away from the ubiquity of the average grocery experience. Unfortunately, Whole Foods tends to be hit or miss as far as service goes. Whole Foods Arabella Station here in New Orleans does great but I had a very bad experience at the Newtonville, MA Whole Foods and my mother had a run-in with a crap employee at the one in Thousand Oaks, CA.
Mangeons les French fries, mais surtout pratiquons avec fierte le French kiss
Miamiair From , joined Dec 1969, posts, RR:
Reply 3, posted (9 years 2 months 2 weeks 5 days 8 hours ago) and read 2294 times:
I cringe at the fact of having to go to Home Depot.
I recently changed several light fixtures at the hosue, I drove to Lowe's in Broward county (a 30mi ride).
If I need something minor, I will go to the Ace Hardware. Home Depot's service in Miami has dropped to the bottom of the bucket. When there is no competition, they rest on their laurels, and that isn't much lately.
LTBEWR From United States of America, joined Jan 2004, 13856 posts, RR: 17
Reply 4, posted (9 years 2 months 2 weeks 5 days 7 hours ago) and read 2282 times:
From my observations in Northern New Jersey, Lowe's is gaining and growing in my home area.
Walk into a typical Home Depot vs. a typical Loew's and the difference is striking. Home Depot seems to be poorly organized, you cannot find pricing labels to help you figure out the price of an item, the floors and goods are far too often cluttered and dirty, inventory can be hit and miss, there doesn't seem to be enough people to help and it just looks cheap.
Go into a typical Loew's and it is a much better shopping experience. Loews presents it merchandise, especially higher end items with far better displays, they seem to be better organized, you can find things and the price labels for items, seem to have enough staff, they keep everything clean, especially the floor free of clutter and displays. Prices are not too much different, with each having certain items cheaper or more expensive than the other.
Home Depot needs to do a through review of all it's stores and do some of the things I suggested above. I also wish they both would put in those bar code readers so you do price checks as you can in many supermarkets, Wal-Mart, Target, K-Mart, etc.
Ronglimeng From Canada, joined Oct 2006, 626 posts, RR: 0
Reply 5, posted (9 years 2 months 2 weeks 5 days 7 hours ago) and read 2274 times:
It is somewhat gratifying to see my personal experience with Home Depot mirrored in what others are saying here and in the referenced article .
When they came to our little city they raised the bar for the lumber and home improvement business. I really liked being able to select my own 2x4's rather than having crap lumber shoved at me back at the warehouse. The big inventory of home improvement items was really great too.
But lately that bar has sagged. After getting used to those American-style friendly greetings from every employee in the aisles, now it seems like I'm invisible. Placing mill work orders or getting carpeting is a struggle. More and more of the employees seem to be women and let's be honest - do they really have a background in home improvement like those middle-aged men they used to employ?
But Home Depot has caused other retailers (who survived) to pull up their socks. I go there if I need personal service.
KevinL1011 From United States of America, joined Mar 2005, 2964 posts, RR: 39
Reply 7, posted (9 years 2 months 2 weeks 5 days 6 hours ago) and read 2258 times:
Yeah...I hate the place too. It seems like whenever I go there with a list of 6 items for example, at least one item will be out of stock. You have to be real careful not to buy anything that looks like it may have been returned or opened because parts will surely be missing. They will put anything back on the shelf. My biggest peeve is mixed stock. If you need more than one item from a location or bin, you'd better check that you are getting what the location tag says and that they are all the same item. I've been burned on that many times. And good luck finding any help.
I have a commercial account with Dome Hepo (not a typo) and wanted to cancel it but my #20 worshiper / spouse put up a big fuss. She calls it the "Tony Store". I can't wait until Stewart leaves Gibbs racing so I can cancel the account.
I also dislike Costco for many of the same reasons.
And....never use their subcontractors to install anything! I think they recruit them at the methadone clinic.
I almost brought a shower unit that had a plastic hook glued to the side and it was way off center and crooked. It was on there so firmly I SURELY would have damaged the unit removing it.Thank gawd we were barely out the door when I realized it and had them take it back.
DesertJets From United States of America, joined Feb 2000, 7906 posts, RR: 14
Reply 10, posted (9 years 2 months 2 weeks 5 days 4 hours ago) and read 2215 times:
I don't think the lack of service at Home Depot is a surprise or news to anyone. Quality varies greatly from store to store, and from day to day. It really seems to depend on how good the managers are at running the store and if there is anybody knowledgeable working the floor that day.... if you can find them. And for what they pay you'd be hard pressed to hire anyone knowledgeable to work there.
My dad was in a Home Depot at Baseline and Priest in Tempe about 6 months back and had to use the bathroom. It was in a rather deplorable condition, but he needed to go. Anyways he managed to find a manager and asked them if there was another bathroom that he used. Apparently the manager claimed that the bathrooms were cleaned every night, but anyone who had actually seen what they looked like could tell that they haven't had a proper cleaning in sometime.
Either way Home Depot or Lowe's are OK (and I stress the ok part here) if you know what you're looking for. If you need service, and are lucky enough to have a locally owned Ace or True Value in town, then you need to go there.
Stop drop and roll will not save you in hell. --- seen on a church marque in rural Virginia
Mham001 From United States of America, joined Feb 2005, 4520 posts, RR: 3
Reply 11, posted (9 years 2 months 2 weeks 5 days 2 hours ago) and read 2183 times:
Lowes is like a breath of fresh air. Wider aisles, better lighting, some different stuff.
Home Depot really lost me when they put in self-checkouts and cut back on the cashiers. Sometimes there would be only one cashier and they wouldn't even be in stall accessable for long wood. Pathetic, I've had $500 in wood piled up ready to pay for and just walked out because they won't hire a cashier. Walked out in disgust the last three times.
Srbmod From , joined Dec 1969, posts, RR:
Reply 13, posted (9 years 2 months 2 weeks 5 days 1 hour ago) and read 2178 times:
Quoting N1120A (Thread starter): I tend to agree with the substance as I and many I know have noticed a severe drop in the service levels at Home Despot (not a typo) in the past several years.
Part of the reason why nearly everyone I know goes to Lowe's instead of Home Depot even it if means driving right past the Home Depot to go to Lowe's.
Quite a few folks, especially here in Home Depot's hometown, think that once Arthur Blank and Bernie Marcus retired from the company, that's when the company went South. Management that has come in since then doesn't share the same vision as Arthur and Bernie. This weakness is what has allowed Lowe's to come into markets and take a significant amount of market share away from Home Depot. Atlanta is a great example of this, as back in the late-80s, Lowe's opened up stores in Atlanta and were out of the market just as fast as they entered. They retooled their store layouts to compete better with Home Depot (including making the stores less "manly" to attract the female demographic) and entered (and in some cases, reentered) markets better prepared to take on Home Depot. .
Venus6971 From United States of America, joined Dec 2004, 1460 posts, RR: 0
Reply 14, posted (9 years 2 months 2 weeks 5 days 1 hour ago) and read 2176 times:
I am also not to fond of going into Lowes or Home Depot thank God we still have ACE Hardware stores in my neighborhood and find anything I need and alot better customer service. Especially if I need some limited amount of Hardware if I am doing a small job.
Adh214 From United States of America, joined Sep 1999, 366 posts, RR: 0
Reply 19, posted (9 years 2 months 2 weeks 5 days 1 hour ago) and read 2137 times:
Gee....I go to Home Depot to buy things not to get service. If I want to learn something about product I go online. Frankly, I think there is a split going on in retail.
Commodity retailers - They sell things but provide little or no service. I think Home Depot, Wal Mart and Fry's fall into this category. I have no expectation that anyone in the store will be able to answer a question more complicated than "Do you have this in stock?" Frankly, if I don't see it on the shelf I may not even bother asking. As most manufacturers have web sites, all of the necessary product information is available online.
High Touch Retailers - They help customers and provide service. Consequently, there pricing is higher than Commodity retailers. I think Apple Retail Stores, Banana Republic, Restoration Hardware, and The Container Store fall into this category. I am willing to pay more for these items because they are higher quality and they have people to help me make a purchase decision.
So what does this mean for Home Depot? They will basically be relegated to selling simple low margin products where they compete only on price. Not an exciting market segment but Wal Mart has made a fortune in it.
Gunships From United States of America, joined Nov 2001, 574 posts, RR: 5
Reply 20, posted (9 years 2 months 2 weeks 4 days 23 hours ago) and read 2112 times:
Quoting Srbmod (Reply 13): once Arthur Blank and Bernie Marcus retired
It all trickles down from the top. Arthur and Bernie grew the business from their garage and made it the giant it is today. There was a very personal interest in seeing The Home Depot succeed and maintain a customer-friendly reputation.
New management is concerned only with the bottom line. There is no personal investment, especially in this age of ridiculous "golden parachutes". Securing a hefty retirement package for themselves is priority one and piss on everything else.
I'd be really surprised if anyone was truly shocked by the decline in sales.
Snow shovel at Ace: $24.96
Snow shovel at Home Depot: $12.97
I hate Ace Hardware for their price gouging.
Before you start comparing prices dolar for dollar, keep in mind that a lot of things HD carries are special made for their price margins. Toilets for example may look the same as those sold at other stores but are often not up to the same standards. Anyway, I have found that the Orchard Supply Hardware in California is pretty competitive and has people who know what they're doing.
Many of the power tools are HD-specials. Special made for them and will have internal plastic parts where the apparently identical tool in another store will have metal internals. My Bostich rep freely admits this. If you scutinize the model number, you will see a special letter designating it as a made-for-HD tool. The service center will just laugh when you bring it in for repair.
Like Walmart, HD makes significant demands on its suppliers. One of those is liberal return policies. When a tool is returned broken by an idiot customer, and the HD gnome just hands over the money without question, the manufacturer is required to eat the full cost as well as pay for return shipping. All this puts a lot of pressure on the manufacturer if they want their product on the shelves of the largest retailer in N America.
Now for wood. I have learned that I can call my local lumber yard and pay just a few pennies more to have the material DELIVERED next day and the wood will be better quality. Ha, lets see, call a man on the phone and wait for delivery or go load my own orange cart and stand in line?
Charger From United States of America, joined Oct 2006, 273 posts, RR: 0
Reply 24, posted (9 years 2 months 2 weeks 4 days 21 hours ago) and read 2074 times:
Quoting Zippyjet (Reply 1): I mentioned that many Wal Marts in my area have gone ghetto and their service, store condition and inventories have hit the shits.
The local Walmart here went downhill. I stopped going because it was filthy, and the employees were worse than useless. I Stopped in today for one item and I was surprised. Brand new hardwood floors, all new merchandise being put out, high end items also. I have to go back and check it out.
Quoting Miamiair (Reply 3): I recently changed several light fixtures at the hosue, I drove to Lowe's in Broward county (a 30mi ride
I always go to Lowes. Home Depot is useless. I rather drive the extra 20 miles to go to Lowes.
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